The player from Italy faced multiple withdrawal issues after depositing and winning money at the casino. Following a series of problematic transactions and account verifications, his recent withdrawal request remained blocked due to additional document requests, leaving him worried about the arbitrary withholding of his funds. The issue was resolved after the player successfully received his payment from the casino, confirming the resolution to the Complaints Team. We marked the complaint as 'resolved' in our system and appreciated the player's cooperation throughout the process.
William Hill Casino IT - Player has delayed withdrawal and account issues.
Resolved
Our verdict
Case closed
Amount: €1,300
William Hill Casino IT
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Hello, I have a very particular situation with this casino. I signed up a few days ago. I provided my identity document which was confirmed. I deposited 1000 euros. The site is graphically rather dated and not very intuitive. I start playing and after a few minutes I win and decide to withdraw 2000 euros. So far nothing to say. After a few hours I make a deposit of another 1000 euros I enter a live casino and my funds "disappear". I contact customer service and they write to me that I will see my balance again within 24 hours (clearly I am worried since something like this has never happened to me). I report it in chat and they open a ticket for me. Only this morning an operator in chat manages to credit me back the stolen money.
On trust in the meantime I pour another 1000 euros (and it's 3000) and I win another 2000.. So I request the withdrawal of these too and they are paid to me this morning together with the previous request. I pour more money and this time and I win another 300 euros so I request the withdrawal of 1300 euros. And here the problems begin. The 1000 euros that had disappeared return to my game balance and I lose them (well that's normal). In the meantime I receive an email from William Hill with a request for documents. A bill or invoice with my address AGAIN the identity document the copy of the front and back of the card from which I pour and withdraw. I send everything at 10.32 on February 12 and no one has bothered to give me an answer. In chat I ask for explanations and they write to me that they have 72 hours (but in the meantime my withdrawal is blocked) then they copy and paste the rules telling me that they can ask me whatever they want for security reasons (but if I wanted to deposit money right now, security goes to hell, the important thing is to spend). so if I pay I am an honest person, if I withdraw they may think I am a scammer. Interesting, isn't it? Moral of the story at the moment, February 14th at 5:50 pm, I asked in chat and sent another email to understand why NO ONE after more than 2 and a half days gives me confirmation. I CAN'T WITHDRAW, I DON'T HAVE A RESPONSE FROM WILLIAM HILL AND THEY HAVE ARROGATED THEMSELVES TO WITHHOLD FUNDS ARBITRARILY. EVEN KNOWING THAT THE METHOD OF DEPOSIT AND WITHDRAWAL IS THE SAME. I AM WORRIED. NEVER HAPPENED TO ME ANYTHING LIKE THIS. I am registered with SNAI, SISAL LOTTOMATICA EUROBET. NEVER ANY PROBLEM!
Automatic translation:
Public
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9 months ago
Dear Davesaint,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered, especially regarding the sudden disappearance of funds and the delays in processing your withdrawal. I can understand how frustrating and concerning this situation must be for you.
To help us assist you further, could you please clarify the following points?
- You’ve already sent the required documents for verification, but you haven’t received a response. Have you tried following up with the casino via other channels, such as email or a different chat representative?
- Can you confirm if your account has been successfully verified, and whether you received any feedback on this verification after sending the requested documents on February 12?
Your cooperation in providing more details and relevant documentation (e.g., emails, chat logs, etc.) will be crucial in helping us resolve this matter as quickly as possible. The more information we have, the better equipped we are to intervene and assist you effectively.
You can also forward any relevant communication to my email at [email protected] for further assistance.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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9 months ago
Translation
My account was successfully verified by submitting my ID in real time.
The confirmation came almost immediately.
I made 3 deposits in total of 2000 euros I won and withdrew 4000 euros without problems.
I deposited another 1000 euros and won 300 euros and withdrew 1300 euros.
Here they asked me for further documents for verification and gave themselves 72 hours.
In the meantime they blocked the withdrawal (but if I wanted to deposit I could have easily spent 10k because everything incoming works VERY WELL).
I sent requested documents identity document already registered and already sent previously. They ask me for bills or utilities (but I do not have any in my name) so I sent recent telepass invoice in which the address of residence is clearly indicated (as on the identity card!) I sent photos of the debit card with my NAME AND SURNAME ON THE FRONT OF THE CARD.
I HAVE NOT RECEIVED ANY MORE NEWS AND MY WITHDRAWAL IS BLOCKED.
I have read reviews on Trustpilot of other people who have suffered the same damage. THEY KEEP THE MONEY.
I sent a registered electronic PEC letter to them and to ADM demanding payment.
I have opened the following accounts for years: SISAL, EUROBET, LOTTOMATICA and SNAI (opened this month) NO PROBLEM.
William Hill is a scam site that's the truth and YOU gave them an EMBARRASSING score. THIS IS THE REASON I OPENED THE ACCOUNT. IF I HAD READ THE REVIEWS ON TRUSTPILOT BEFORE, I WOULD NEVER HAVE OPENED ANYTHING. I WON MONEY, THEY HAVE TO PAY AND SO THEY DON'T PAY. SIMPLE.
I HAVE NEVER RECEIVED ANY COMMUNICATION FROM THEM AGAIN
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Automatic translation:
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9 months ago
Hi Davesaint,
Thank you for the update.
I understand how frustrating this situation must be, especially after your account was successfully verified and your deposits were processed without issues. It seems like the additional verification requirements have caused significant delays and the blocking of your withdrawal.
As per William Hill’s terms and conditions, I would strongly advise you to reach out to them once again directly regarding your complaint. You can submit a complaint to their customer service team via live chat or email. Please ensure that your complaint includes all the relevant details, such as your full name, date of birth, home address, registered email, mobile number, and the details giving rise to your complaint. They aim to respond within 10 days, though it may take longer for complex cases.
If you do not receive a satisfactory response, you also have the option to escalate your complaint further using the Online Dispute Resolution platform or by contacting the legal department directly at [email protected].
You can also seek alternative dispute resolution through the Chamber of Commerce in Milan or Rome. Their contact details are available on their website and should be mentioned in the Terms and Conditions you referred to.
Please keep us informed if you receive any further communication from them, and thank you for your patience as we investigate your case.
If you need any further assistance, please let me know.
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9 months ago
Dear Davesaint,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
Translation
Good morning, the dispute has been resolved and the casino has paid. Thanks for your support.
Automatic translation:
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9 months ago
Dear Davesaint,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
